HOW TO COMPLAIN

Benefit Decisions

If you are unhappy with a decision that is made concerning claims for benefits you have made, you can appeal the decision. We will always inform you of your right to appeal. You can contact the person named on the letter who can explain the decision in more detail but if you are still not happy you can take further steps to have your case looked at.

You can get more information on appeals by visiting the appeals page.

Customer Service - Comments and Suggestions

You can pick up Customer Comments Leaflets at our counters or visit our online feedback page and tell us there what you think.

To help us raise our standards, we welcome any comments you would like to make regarding our facilities or the service you have received on your visit.

We welcome all comments and ideas and will use feedback we get to try and improve our service to you.

Formal Complaints

You can request leaflets which tell you how to make a complaint about our service - you can do this online using our request form

Please make complaints within 13 weeks of any incident occurring.

You can make a formal complaint by writing to the Director of Social Security at Markwell House, Market Street, Douglas or by emailing us on socialsecurity@dhss.gov.im.

Please remember to include your name and contact details in case we need to contact you for more information. We will deal with your complaint in confidence, investigate it fully and fairly and keep you informed about it’s progress.

Please note: it is a matter of policy that the Department will not accept complaints in any other form than writing.

Annual Exit Survey Results

The Department of Health and Social Security recently conducted an annual survey of customers visiting its headquarters at Markwell House, Douglas. To view the details and results of the survey visit the Annual Exit Survey Results page.

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